Almost all business owners understand that providing the very best customer service possible for their customers is essential to running a viable business. However it is almost impossible to run a business without occasionally having a dissatisfied customer. It used to be said that for every dissatisfied customer you had they would tell 15 other people.
Well the rules have changed. The internet now gives a dissatisfied voice a range of thousands with an almost endless time limit to express themselves. All anyone has to do is give a business a bad review on Google Places, or Yelp, or Facebook or one of the hundreds if not thousands of the directory sites, and that one incident can make your business look bad sending customers running from your business.
I recently was working with a client who had exactly this situation. A rare dissatisfied customer had posted a negative review on his Google Places Page. He knew of the situation so he knew it was real and not a competitor's dirty trick. What most business owners do not realize is that it is virtually impossible to get a review removed unless you can prove to Google that some one else really is playing dirty pool. But this review was real and even though the account of events (as told by the customer) was not exactly in line with what my client told me.
As a business owner when you get a bad review your initial reaction is to want to set the record straight. But as we talked I was able to explain to my client that there is a better way to handle it. You see Google gives the business owner a rebuttal space right below the review. How you handle that rebuttal can mean the difference between getting more customers and not.
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